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| RealMarket Stock Index |
| RMSI | 60.65 |  | 1.24% |
| Dow Jones | 12,871.75 | | 0.16% |
| Nasdaq | 2,424.40 |  | 0.06% |
| S&P 500 | 1,396.37 | | 0.11% |
| Top Gainers |
| SAP | 51.2 | | 57.90 |
| HP | 47.59 | | 49.78 |
| NCR | 24.34 | | 47.99 |
| Top Losers |
| eOn | 0.3 | | 0.78 |
| Selectica | 1.34 | | 1.75 |
| Broadvision | 1.04 | | 2.20 |
| Complete Stock Index |
| As of close 04/28/08 |
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 "Our Take"
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"Our Take"
"Our Take" is a collection of daily
vignettes covering a wide range of CRM topics. It's an attempt to add our own spin to the world of CRM. We will use the column to share our perspectives, opinions,
epiphanies, web nuggets, or quite frankly anything that moves us. Get ready to expect the unexpected. And, don't be shy about sharing your thoughts.
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3/5/08 - It's Not the Question, Stupid
We continue today with more thoughts on the one thing to ask customers when looking to improve the customer experience. Yesterday, we discussed what the question should be. Today's reader input suggests that it isn't the question. Consider this:
"You wrote about the experience of meeting the marketing guy and the empowerment he gave by asking the question if you owned this resort what is the one thing you would change. I would suggest that the primary empowerment was not the specific question, but that he took the time to ask you, that you mattered. Its all about people. You can have the most wonderful hotel with every luxury and every potential facility, but what makes such a hotel truly special are the people who care for you during your stay. My belief is that what people ultimately remember in any customer experience is not the 'what' but the 'who.'"
I agree that people can make the difference. However, if I apply that back to my ski experience, the resort personnel could be awesome but I probably would not have had a good experience had the snow conditions been marginal. So the people side is necessary, but not sufficient. Do you agree?
Gary Lemke, Publisher
(Share your thoughts)
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